Job Profile

Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Site Reliability Engineering Manager within PNC’s Enterprise Technology organization, you will be based in Phoenix, AZ or Pittsburgh, PA. Responsibilities require time in the office or in the field on a regular basis.
Required shift:
Friday 7:00 am (EST)-3:30 pm (EST)
Saturday and Sunday 7:00 am (EST)-8:00 pm (EST
Monday 7:00 am (EST)-3:30 pm (EST)
JOB PROFILE:
• Shift Management: Leads that have SRC shift activities that, drive continuous performance improvement, and coordinate technology reliability efforts; manage day to day technology related proactive event management and reactive incident response efforts within the SRC; oversee adoption of tools and SRC processes, providing real-time coaching to drive improvements as the team transitions into the Site Reliability mindset
• Communications: Work with SRC leadership and SRC Lead peers to develop and deliver information and insights to the shift in support of bank and SRC priorities; ensure adequate communication during shift turnover and coordinated communication during day-to-day SRC activities; actively engage in the SRC ChatOps channels
• Escalations: Escalate of issues based on impact and urgency to appropriate management and product teams
• Customer and Business Impacting Incident Response Coordination: Coordinate SRC resources to support actions to address critical incidents
• Staff Scheduling: Manage resource schedules to ensure appropriate coverage (depth and breadth of required expertise) for the shift; review SRC roster for active SRC participants during shift; coordinate vacation and holiday schedules as appropriate
• Administration: Support SRC Leadership to help defines strategic direction for SRC, develops implementation plans, and communicates to staff; support staff administrative tasks including career development planning, training plans, goal setting and performance reviews, and staffing plans (sourcing, hiring, contractor conversions, etc.)
• Metrics and Reporting: Consume, analyze, and synthesize metrics and reporting to develop insights into shift performance; develop continuous improvement plans to address identified gaps and opportunities
• Queue Management: Monitor status of all Incident and Event queues and maintains awareness of active Problems to ensure correlation, coordination, and coverage across product teams and SRC participants; active management of resource levels and workloads to meet demand and manage against Service Level Objectives and priorities; analyze of queues and performance data to identify trends and anticipate downstream impact
• Event Response Coordination: Coordinate and direct SRC resources and activities to provide support for active and emergent Events; coordinate ‘eyes on glass’ coverage by SRC resources to deliver proactive monitoring; oversee analysis of Incident/Event queues and proactive monitoring data to identify potential correlations; drive to permanent resolutions
• Automation / Toil Reduction: Point person for surfacing, vetting, and promoting automation opportunities to reduce Incident and Event volumes and response times; coordinate and support execution of automation efforts
• Knowledge: Direct and support the creation / update of knowledge articles
• Tool Enhancements: Identify and support the prioritization of tool related enhancements to support the goals and objectives of the SRC
• Organizational Change Management: Drive change management actions within the team to foster adoption and engagement within the SRC
• Continuous Learning: Ongoing facilitation of continuous learning across the SRC team
• Alignment with Engineering: Work closely with Engineering on advanced break-fix, new, enhanced products and services to ensure that the team can seamlessly manage ongoing operational support.

Job Description

• Leads a team of Site Reliability Engineers in implementing, maintaining, and improving robust monitoring response sites and infrastructure applications.
• Recommends and facilitates the implementation of infrastructure enhancements as required to maintain the performance of sites in response to business growth and strategy.
• Streamlines the deployment process by introducing automated configuration management tools, resulting in a reduction in deployment time and increased efficiency.
• Oversees robust technical solutions for complex business and application challenges, while helping to define and communicate technical standards and best practices. Manages and oversees proactive reviews and audits of production sites, issue triage and follow up.
• Leads in the collaboration with cross-functional teams to design and implement scalable and highly available infrastructure.
• Maximizes staff contribution through professional growth and development, to increase teamwork and more effectively meet business needs.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customer.

Competencies

Analytical Thinking – Knowledge of techniques and tools that promote effective analysis and the ability to determine the root cause of organizational problems and create alternative solutions that resolve the problems in the best interest of the business.

Application Design, Architecture – Knowledge of application design activities, tools and techniques; ability to utilize these to convert business requirements and logical models into a technical application design.

Application Maintenance – Knowledge of and ability to define, implement changes to, and support a production application.

Application Testing – Knowledge of application testing and ability to design, plan and execute application testing strategies and tactics to ensure software quality throughout all stages of application development.

Emerging Technologies – Knowledge of and ability to design, apply and evaluate new information technologies for business environments in order to improve work productivity and accuracy.

Innovation – Develops new ideas and initiatives that improve the performance of the organization.

IT Industry: Trends & Directions – Knowledge of and ability to analyze marketplace experiences, developments and trends related to the function of Information Technology (IT).

IT Standards, Procedures & Policies – Knowledge of and the ability to utilize a variety of administrative skill sets and technical knowledge to manage organizational IT policies, standards, and procedures.

Software Process Improvement (SPI) – Knowledge of formal software process improvement disciplines, and ability to assess and improve the quality and operating costs associated with an existing application.

Software Reliability Management – Knowledge of, and ability to develop and use, principles, methodologies and metrics that increase software product performance and reliability.

Technical Troubleshooting – Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.

Work Experience

Roles at this level typically require a university / college degree, with 5+ years of industry-relevant experience. At least 3 years of prior management experience is typically required. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

Additional Job Description

Benefits

Disability Accommodations Statement:

If an accommodation is required to participate in the application process, please contact us via email at [email protected]. Please include “accommodation request” in the subject line title and be sure to include your name, the job ID, and your preferred method of contact in the body of the email. Emails not related to accommodation requests will not receive responses. Applicants may also call 877-968-7762 and say "Workday" for accommodation assistance. All information provided will be kept confidential and will be used only to the extent required to provide needed reasonable accommodations.

At PNC we foster an inclusive and accessible workplace. We provide reasonable accommodations to employment applicants and qualified individuals with a disability who need an accommodation to perform the essential functions of their positions.

Equal Employment Opportunity (EEO):

PNC provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.

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